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Roles & Risks of Social Media
- 1. The Role and Risks
of Social Media
Kristin Sundin Brandt
Sundin Associates, Inc.
- 3. ©2012,SundinAssociates©2013,SundinAssociates
WhySocial
Media?
67% of online adults
use social networking
67% of online adults
use social networking
Pew Internet: Social Networking
http://pewinternet.org/Commentary/2012/March/Pew-Internet-Social-Networking-full-detail.aspx
• Facebook – 67%
• Twitter – 16%
• Pinterest - 15%
• Instagram – 13%
• Tumblr – 6%
• Facebook – 67%
• Twitter – 16%
• Pinterest - 15%
• Instagram – 13%
• Tumblr – 6%
- 14. ©2012,SundinAssociates©2013,SundinAssociates
CustomerService
State of the Media: The Social Media Report – 2013
http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf
47% of social
media users
engage in social
care.
47% of social
media users
engage in social
care.
One in three social
media users prefer
social care to
contacting a
company by phone
One in three social
media users prefer
social care to
contacting a
company by phone
- 15. ©2012,SundinAssociates©2013,SundinAssociates
CustomerService
State of the Media: The Social Media Report – 2013
http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2012-Reports/The-Social-Media-Report-2012.pdf
• Facebook | Company’s Page – 29%
• Official Company Blog – 15%
• Twitter | Company’s Handle – 13%
• YouTube | Company’s Channel – 12%
• Facebook | Company’s Page – 29%
• Official Company Blog – 15%
• Twitter | Company’s Handle – 13%
• YouTube | Company’s Channel – 12%
- 24. ©2012,SundinAssociates©2013,SundinAssociates
Product
Promotion
The New Social Etiquette for Capturing the Online Consumer
http://blog.ness.com/Portals/72124/docs/FS_Social_CRM_WP_042911.pdf
40-45% get advice on
and make decisions
about investments,
loans and retirement.
40-45% get advice on
and make decisions
about investments,
loans and retirement.
Social media users
purchase up to 25% more
financial products than
consumers who don’t use
it.
Social media users
purchase up to 25% more
financial products than
consumers who don’t use
it.
- 28. ©2012,SundinAssociates©2013,SundinAssociates
Product
Promotion
Facebook users who live within 10 miles of Central
Village, CT, Danielson, CT, East Killingly, CT, Jewett City,
CT, Killingly Center, CT, Preston City, CT, South Killingly,
CT or Preston, CT, age 18 and older, who are not already
connected to Jewett City Savings Bank
71,280
- 32. ©2013,SundinAssociates
Whatarethe
risks?
“You should help at the food pantry...that’s
where all your customers are going to end
up!”
“...u are a piece of sh**.”
“Screw you.”
“I bank at ... here in Mountain
Home, Ar. We've got the best.”
“My account number is...”
“I have a love/hate
relationship with...”
“After 30 years as a customer I wish there
was a dislike button for the company.”
- 39. ©2013,SundinAssociates
Whatarethe
risks?
included in the raffle will be
all members who liked our
page starting with this post.
included in the raffle will be
all members who liked our
page starting with this post.
the person who wins must bea
member.
the person who wins must bea
member.
- 41. ©2013,SundinAssociates
Whatarethe
risks?
“Do your customers know you’re a right
wing lunatic? Does your board care
about their fiduciary duty not to employ
such a person in a business that caters
to people to deplore the “values”
expressed by said lunatic?”
“Do your customers know you’re a right
wing lunatic? Does your board care
about their fiduciary duty not to employ
such a person in a business that caters
to people to deplore the “values”
expressed by said lunatic?”
- 47. Evaluate & Select Channels
Establish Goals/Manage
Expectations
Create Communications Strategy
Measure & Re-evaluate
Plan for the Worst
©2012,SundinAssociates©2013,SundinAssociates
Recommendations
Train Employees
